With the evolution of energy and water markets and the possibilities offered by digital transformation, utilities are developing new business models and are focusing on providing customers more interactive experiences. Smart metering, analytics, social media, mobility, cloud, and IoT are fundamentally impacting customer operation practices in both competitive and regulated markets. The IDC Energy Insights: Worldwide Utilities Customer Experience Strategies service is designed to help utilities and energy retailers servicing customers in competitive and regulated markets at the worldwide level (including electricity, gas, and water). The service provides exclusive research and direct access to experts providing guidance to make the right IT investments and meet corporate objectives of customer satisfaction, reduction of cost to serve, and innovation.

Approach

This service develops unique analysis and comprehensive data through IDC Energy Insights' proprietary research projects, along with ongoing communications with industry experts, utility management, ICT vendors, and service providers. With decades of experience in the utility industry, our analysts leverage a broad spectrum of expertise and intellectual property from both IDC and IDC Energy Insights. Research reports elucidate business strategy, best practices, technology selection, and vendor assessment, along with short perspectives on topical issues. To ensure relevance, our analysts work with subscribers to identify and prioritize specific topics to be covered in research reports.

How do emerging technologies such as IoT, cognitive systems, big data and analytics, cloud, mobility, and social business apply to utility customer operations?

How do utilities improve customer engagement and trust?

Who Should Subscribe

The IDC Energy Insights: Worldwide Utilities Customer Experience Strategies service is ideally suited to support the needs of business managers responsible for customer strategies and operations and IT executives who support this function. Technology suppliers specialized in offering customer care, billing, and smart metering services and solutions to utilities will also benefit from this service with a better understanding of key market trends and challenges